Verizon Self-Installation Flow

A thoughtful redesign as to how TV and Internet customers self install their equipment at home. The design aimed to simplify complex tasks and to help hand hold the user from start to finish.

Original vs. After

The Approach

Verizon’s existing self-installation flow was archaic visually and architecturally. Rather than make the design look more “up to date”, I took the initiative to dissect the flows and optimize them.

In addition to requirements gathering, I dove into competitor research, user testing and wireframing to come up with an idea of how the new flow could look like to the user.

Early concepts and sketches

Early wireframes

The Impact

Today the design is mobile responsive and a modular template. The architecture was also reconstructed to make use of our existing APIs so that we could anticipate user needs.

The system map below outlines the various use cases that the user may encounter with the new self-installation flow.

Today, users engage with a hand holding experience to set up their equipment.

System Map

Design Lead: Melissa Kark | Design Direction & Illustrations: Julia Murphy | Illustrations: Chris Castaneda | Product Manager: Chris Monacelli | Engineer: Christine Tran

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